Responsible for the day-to-day supervision and coaching of the branch teller team in service, sales and operational excellence to ensure a positive customer experience. Maintain branch compliance with Federal and State regulations as well as Webster Bank policies and procedures. Responsible for overseeing all daily branch functions and overall customer experience in absence of the Branch Manager and Assistant Branch Manager. Meet/exceed individual sales/service goals, and demonstrate operational excellence. The Teller Supervisor II position supervises in a Medium or Large-Tiered Branch as defined by net income. RESPONSIBILITIES Leadership & People Management Assist in the daily coaching of the teller staff. May directly supervise the teller staff depending upon the needs of the branch. Promote teamwork and a positive working environment in order to achieve team goals. Work with supervisor to establish individual development goals. Meet/exceed individual development goals and objectives. Assist in the facilitation of and reinforcement of team-training sessions consistent with Webster’s Sales & Service process. Make recommendations to reward and recognize performance of team members utilizing established programs and sources. Sales & Service Consistently meet/exceed all sales goals, retention goals and customer service standards through utilization of the Webster Sales & Service Process. Take personal responsibility for the customer experience. Actively retain customers: inquire about large withdrawals and customer dissatisfaction. Ensure team identifies cross-sell opportunities and provides referrals by using customer interaction, profiling information and knowledge of Webster products and services. Build strong internal/external relationships through ownership of problem solving and follow through. Support platform staff by opening new accounts and cross-selling services. Promote teamwork and a positive working environment in order to achieve team goals. Participate in and contribute to branch/market team meetings and sales events as scheduled. Operations & Compliance Process customer transactions and respond to product and service inquiries in a responsible, timely and accurate manner. Ensure team processes customer transactions accurately and efficiently. Ensure compliance with Federal and State laws as well as Webster Bank policies and procedures. Meet/exceed branch evaluation requirements. Maintain Compliance standards by ensuring timely completion CTR’s, STM’s and MIR’s. Communicate and reinforce changes in operational policies and procedures. Train newhires and conduct remedial teller training as necessary. Train tellers on all aspects of branch operations policies and procedures. Perform branch operations as determined by policy and procedure including, but not limited to branch settlement, service and settlement of ATM, ordering supplies, mail processing and completion of daily, weekly and quarterly task lists. Assist with the compliance of all aspects of the Leadership Scorecard. Assign duties and schedule workflow on a daily basis. Assist in the scheduling of all branch employee shifts to meet customer service needs. Financial Assist with the achievement of year over year profitability through daily expense management consistent with the branch P&L statement. Ensure fee waivers and rebates are granted within bank guidelines. Manage Cashmaster process/records. Ensure timely completion of branch Batching to comply with established courier schedule. Contribute to expense management by preventing cash overage, shortage and fraud. Other duties as required. .
Requirements
Requirements
Education
High School / GED required.
Some college coursework is preferred.
Experience
1-2 years customer sales/service experience.
1-year prior experience as an Teller Supervisor I or equivalent banking experience.
Ability to supervise and motivate people.
Job Skills / Knowledge
Demonstrated leadership ability.
Strong customer service skills.
Knowledge of sales and relationship building skills.
Coaching skills.
Working knowledge of computer and processing skills (E-Mail, Intranet, Internet, Word, Excel, etc.).
Ability to multi-task.
Effective utilization of all software systems that support branch transaction
Awareness of small business, other investment products, mortgages, and lending services.
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success.
Excellent verbal and written communication skills.
Excellent organizational skills.
Understanding of Webster and Retail Banking mission goals and strategies and roles of key business partners.
Licenses / Certifications
PHYSICAL DEMANDS/WORKING CONDITIONS
Typical office environment
Ability to lift and carry up to 25 pounds
May require working in a standing position for continuos periods of time
Webster Bank - 11 months ago
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